T-Mobile — Local services in Bartlett

My niece when to the Bartlett location on 1/24/25 she worked with Terence who from start to finished told her nothing but lies out his mouth. I notice yesterday a new line was added to my account so I face timed my niece. She told me she was at a store adding a new line. I asked the young man was my credit getting ran for the new line he lied and said no. I work in finance so I know in order to add a new device my credit is going to get ran. When asked why she didn’t file a claim on her device she said Terence told her it was not eligible although insured. He coerced her into buying a new phone that was damaged when she got home. Today my niece calls me to tell me I need to come into the store because they would not let her exchange the new malfunctioning device. That she needed me because she was not an authorized user on the account but yet he sold her the phone knowing that. I added her today at the store, I called on my phone to speak with a representative because I knew he was full of crap. But back to what happened so after getting another phone I asked why did she have to get a new phone and could she transfer her old number to the new phone, while I was on the phone with T-Mobile customer service handling other business. He asks for my phone I’m thinking he is going to speak with the representative he puts her on mute and tells me she can’t transfer lines for 3 months because of the promotion. I ask the representative on the phone when he handed me back my phone and took it off mute. She said it was wrong information not for two years because that’s how long the promotional contract on the phone last. I called again when I got to my car and another representative told me the same thing he lied to get a sale. So now my niece is stuck with 2 phones a broke phone and the new one with an increased bill. T-Mobile you are hiring people who can get you sued with unethical sales practice. He lied from the time she started until the end to get a sale. Even told my niece he gave her a promotion on the phone that she could not have gotten if I called in and that too was a lie. I warned my niece about customer service people in stores about this, how the lie to make sales. I told him I only call in to T-Mobile because the calls are recorded and they will be honest with clients about everything. He should not be in sales if he has to lie to help customers. My nieces phone is paid off for he could have been honest and told her she could have bought another phone and switch sims not lie and allow her an unauthorized user on my account at the time to enter into a new contract. I will be contacting corporate, on top of that he was very unprofessional with his snobby remarks when I questioned him. This type of practice will lead T-Mobile with law suits and customers who don’t trust...

From the time I walked through the door I felt totally unwelcome. There were 2 service technicians working with 2 customers and there were 2 customers waiting for service. I only wanted to return the T-Mobile router because it didn’t work properly in my home. One of the service technician finally checked everyone in so they would know the service received in the time of everyone’s arrival. I finally received service after around 30 minutes after my arrival. The young lady who assisted me was trying to get me to return my modem at the UPS store. I kindly informed her the email gave me the option of returning the modem to participating stores and this store was listed as one. She informed she could return the modem; however she couldn’t provide me with a return receipt. I finally got frustrated and informed her I would take it to a UPS store so I could receive a return receipt. I spent around 1 hour in this store without receiving any assistance. Every customer in the store was complaining about the horrendous customer service and extremely poor wait time. I will never go to this particular...

Horrible customer service. The amount of time it took for my new phone to get activated was ridiculous. The whole time I was in this store I was treated like I was an inconvenience. Once the associate Robbie got the payment for the phone and an unnecessary charger that she convinced me to buy that I didn’t even need. It was like it didn’t matter if I was straight with my phone or not which didn’t get fully activated till almost 11:00 that night because I had to wait until I got home to use someone else’s phone to get my phone activated fully with customer service over the phone. The fact this took practically the whole day was ridiculous. The lady on the phone with me that night whose name was Rejoice was more of a help to me than the associates in this store. I won’t be back at this location ever again. At one point I thought to myself if you don’t know what you’re doing just say that. I will never go back in this store. Everything was fine when I was paying for the phone but after that I was treated like I was in their way or something. The people in this store were of no help to...